This site is my way to share my views and general business and IT information with you about Microsoft, IT solutions for ISVs, technologists and businesses, large and small. I specialise in Windows Intune and SBS 2008.

As a Microsoft partner (or customer), you can connect Windows Intune to MS-CRM to enable management ticketing from MS-CRM for client computers managed through Windows Intune.

The details of how to configure this can be found at https://partner.microsoft.com/india/40169122 and it states “This document shows how Managed Services Providers (MSPs) can use Windows Intune™ in conjunction with Microsoft Dynamics® CRM Online to create and manage customer contracts, establish and automate internal business processes, and create cases based on email messages sent by alerts that track against a customer’s contract.”

It also states that:

As organizations build their Windows Intune MSP capabilities, they can use Microsoft Dynamics CRM Online to:

Track customer accounts.

Create and manage contracts and service-level agreements (SLAs) with customers.

Create and track cases against customer SLAs.

Assign customer cases to Windows Intune technicians.

Create workflows and dialogs that enforce standardized business practices.

Schedule required customer tasks for Windows Intune technicians.

The setup is documented in the file, although the alerting is quite simple:

I'm afraid this white paper is missing a very important prerequisite of E-mail Router. I mean the whitepaper does not mention the fact that CRM online is not an e-mail client, and cannot receive e-mail messages sent by Windows Intune to notification recipient. For this purpose you need an E-mail Router. E-mail router function can be solved several ways, maybe this link will be helpful:http://blogs.msdn.com/b/crm/archive/2011/05/19/crm-online-e-mail-router-yes-we-do-that.aspx